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Retail trade sector guidance

Sector guidance for retail stores and retail service businesses within Victoria.

COVIDSafe Summer — new restrictions apply from 11:59pm, Sunday 17 January 2021

From 11:59pm on Sunday 17 January face masks will no longer be mandatory in most public indoor settings.

  • Face masks continue to be mandatory in airports, hospitals, large retail stores over 2000 sqm, shopping centres, indoor markets, in taxis and rideshares, on public transport, and on domestic flights to and from Victoria.
  • You must carry a face mask with you at all times when you leave home unless you have a lawful reason not to.
  • It is strongly recommended you wear one whenever you cannot keep 1.5 metres distance from others.

Find out more about COVIDSafe Summer restrictions.

Information to help your business Stay Safe and Stay Open

Every Victorian business must have a COVIDSafe Plan and follow the six principles of COVIDSafe workplaces.

Also see:

Industry Restart Guidelines

Frequently asked questions

Updated: 21 January 2021

Read below for answers to frequently asked questions by businesses within the retail sector.

What are the current face mask requirements?

You must always carry a face mask with you when you leave home unless you have a lawful reason not to. Face masks continue to be mandatory in some locations, unless a lawful reason not to wear one applies.

For a full list of settings where masks continue to be mandatory, see Face masks page. 

Face masks are strongly recommended in all settings whenever a physical distance of 1.5 metres from others cannot be maintained. 

Retail services

  • All retail trade businesses can open with a COVIDSafe Plan, subject to the density quotient of one person per two square metres of one person per two square metres and current face mask requirementsRecord keeping of customer details is strongly recommended. 

    Retail premises must display a sign at each public entrance to let customers know the maximum number of members of the public permitted in a space at a single time (as determined by the density quotient). A sign must also be displayed if a face mask is required to be worn in store. 

  • Yes. A business can refuse entry or service to a customer if they are not wearing a face mask in settings where they are required, unless they have a lawful reason not to wear one.

    For more information, visit: Face masks page.

  • Yes, entertainment machines in shopping centres may operate. Machines should be cleaned in between customers where possible, and high-touch surfaces must be regularly cleaned and disinfected. All queues should be managed to ensure physical distancing. Record keeping of cleaning should also be implemented using a digital or paper-based logging system.


    Entertainment machines in this context means standalone children’s rides, massage chairs, health check measuring pods, photo booths, claw machines, candy or toy dispensers, other freestanding entertainment or wellbeing machines.


    For more information including cleaning guidelines, visit: Preventing infection in the workplace page.

Retail stores

  • Yes. Throughout COVIDSafe Summer, there is no requirement to reduce work across multiple retail sites. However, employers should minimise any requirement for workers to move between sites where practical and should keep a record of all workers working across multiple sites, including date, time and place of attendance. 


    Every Victorian workplace must have a COVIDSafe Plan.

  • Yes, fitting rooms can open. Rooms should be cleaned between customers where practical, and regular cleaning and disinfecting of high-touch surfaces must be scheduled. During busy times, ensure that fitting rooms are cleaned and disinfected at least hourly. Tracking of cleaning should also be implemented using a digital or paper-based logging system.

    For more information including cleaning guidelines, visit: Preventing infection in the workplace page.

  • Yes. A delivery person may enter a home to deliver, install and assemble a retail purchase. 

    Face masks are strongly recommended in the home if people other than your immediate household are present. 

    The delivery and home installation and assembly service must be included in the retailer’s COVIDSafe Plan.

  • Yes. Customers may continue to use their reusable shopping bags with appropriate hygiene, cleaning and sanitation processes in place. 

  • Yes. During COVIDSafe Summer, goods sold on Facebook Marketplace, Gumtree or other online stores can be collected in person. Use ‘click and collect’, non-contact and cashless transactions where possible for private, person-to-person purchases. Practise good hand hygiene before, during and after the transfer of goods.

    Face masks are strongly recommended when collecting goods from private residences and where physical distancing of 1.5 metres cannot be maintained. 

  • Yes. Market stalls can open provided they adhere to the density quotient of one person per two square metres. Performers must adhere to the guidance for performance venues detailed at: Arts and entertainment sector guidance page. 

Reviewed 22 January 2021

Coronavirus Victoria

Coronavirus (COVID-19) business support and the Industry Coordination Centre

The Business Victoria hotline provides information on restrictions and support to help your workplace plan and respond to coronavirus (COVID-19).

Call Business Victoria on 13 22 15

Contact Business Victoria

24/7 Coronavirus Hotline

If you suspect you may have coronavirus (COVID-19) call the dedicated hotline – open 24 hours, 7 days.

Please keep Triple Zero (000) for emergencies only.

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